Customer Experience Officer
4 weeks ago
**Job details**:
- Posted 27 February 2024
- Salary £40000 - £50000 per annum + Hybrid + Benefits
- LocationCity of London
- Job type Permanent
- Discipline Banking Operations
- ReferencePB2702_1709054630
- Contact NamePaul Butterfill
**Job description**:
Our client, a London based Specialist Private Bank who offer Hybrid working and excellent benefits currently seek a Customer Experience/Customer Success Officer to maximise the customer journey to promote and encourage good outcomes.
The customer experience and complaints officer will actively gather valuable feedback through NPS and customer surveys, conducting root cause analysis to identify underlying issues, identifying additional support for vulnerable customers and the investigation and resolution of customer complaints.
The Customer Experience and complaints officer will focus on comprehensive customer research will contribute to enhancing overall customer satisfaction and fostering continuous improvement within the mortgage lending division.
**Key Responsibilities**:
- Manage and oversee the efficient handling of customer complaints within established timelines
- Proactively resolve issues to address customer dissatisfaction and ensure a positive resolution
- Conduct thorough root cause analysis to identify and address underlying problems contributing to customer concerns
- Perform regular analysis and research to optimize the overall customer experience and identify areas for improvement
- Ensure prompt and effective resolution of incidents related to customer concerns
- Administer and analyse customer surveys to gather valuable insights and measure satisfaction levels
- Actively gather feedback from customers on their experience, utilizing this information to enhance service quality and customer relations
- Work with the training team to embed a customer focus culture with all colleagues
- Ad hoc work as required but the Head of Department
**Skills and Experience sought**:
- Knowledge of Financial Ombudsman Service standards
- Knowledge of FCA policies and laws referring to Consumer Duty, Treating Customer Fair and Vulnerable Customers
- Data analysis
- Software knowledge: - Microsoft Office, Word, Excel, Outlook, PowerPoint
- Excellent judgement and decision-making skills to deal with complex customer needs
- Excellent communication skills, both written and verbal.
- Strong attention to detail
- Customer focused
- Highly organised with the ability to "self-start" and lead from the front
- Highly numerate and IT literate
- Strong interpersonal skills with the ability to work collaboratively and with people at all levels of the organization
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